Dissertation > Economic > Economic planning and management > Enterprise economy > Enterprise Marketing Management

CRM A company call center

Author LiKeLing
Tutor HeWei
School University of Electronic Science and Technology
Course Business Administration
Keywords CTI Call Center CRM KPI
CLC F274
Type Master's thesis
Year 2010
Downloads 95
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With the development of the china economy,enterprises are facing increasingly fierce competition in the market.Nowadays customer service to differentiate, how to provide more intimate service, thereby improving customer satisfaction and customer loyalty is the goal pursued by major companies.Customer satisfaction is the company’s core competitiveness.Call center is currently more than 20 years development in China.Call center is one of important channel for Companies contact with these customers.Call center system can help companies improve customer satisfaction.In this paper, A TV shopping company selected for this survey,using questionnaires, In-depth interview method to analyze the A company’s call center current problems.This paper focuses on the problems of A company’s call center,such as single channel of communication, inefficient management, low levels of customer service and the problem of high operating costs.And propose CRM system and call center integrate together,Based call center and CRM system can help A company maximize its profits, at the same time, further explores the following aspects of study:1.Analyze A company’s call center and CRM systems integration business processes, This business process greatly help A company get more customers and higher profits.2.Analyze A company using CRM technology to training call center staff, these training has been a large increase efficiency while reducing the cost of training.3.Analyze A company’s outbound sales technology which based on CRM system database and call center technology can help A company get additional profit growth.

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